I don't recommend this guide. We had too many problems. The houseboat he chose had the leaking toilet. Then no hot water. We were icy and could have frozen to death.
then the guide was not only not on time on arrival but on the return he just gave us his driver who barely understood English. I had chosen this guide by seeing his ad on trip advisor and he had prepared a program for me. in dec for example he had put up fields of saffron flowers... in winter??? he had tempted me with a tempting program.
Operator response
Dear Ms Asgaraly Louloua,
Thank you for sharing your feedback. We are genuinely sorry to hear that your experience did not meet your expectations. However, we would like to provide some clarifications based on our prior communications and the efforts we made to ensure your comfort during your stay.
It should be noted that we have been in communication via WhatsApp since 2nd June 2024 where we assisted with an itinerary and the booking of your tickets. On 4th June 2024 and 7th June 2024, we explicitly mentioned that it would be exceptionally cold in Kashmir during December. As such, we suggested staying only one night on the houseboat due to the cold weather, but it was at your insistence that the booking was extended to three nights. We have our WhatsApp chats as evidence of these discussions.
On 27th December 2024, the guide was with you at the houseboat until late in the evening, and you appeared very happy with the arrangements. The houseboat was equipped with a traditional fireplace in the lobby, an AC heating system in your room, and a kerosene heater. The guide even provided an additional warm jacket to another member of your group. Unfortunately, during the intervening night of 27th-28th December 2024, Kashmir experienced a heavy snowfall, an undeniable act of God, which disrupted the power supply as authorities had to cut electricity to prevent human loss. In addition, water taps were frozen in the morning, due to the record-breaking harsh winter chill that Kashmir witnessed—the worst since 1974. Please find attached link to media article documenting same:
https://www.indiatoday.in/india/story/jammu-kashmir-winter-srinagar-records-coldest-december-night-in-50-years-temperature-drops-2653649-2024-12-22
The media also reported that many tourists were held up in areas like Sonamarg and Pahalgam, where locals provided shelter in their homes and mosques due to the snowstorm.
To ensure your comfort, and after staying one night on the houseboat, we relocated you and your group to a 4-star hotel on 28th December 2024, for the next two nights without any extra charges or houseboat retention charges. As an act of goodwill, we waived the houseboat retention charges, which you were originally required to pay. Despite all flights being canceled on 28th December 2024, leading to extended stays for many guests, we managed to secure a room for you at Hotel Down Town, Srinagar (a 4-star property).
Given the harsh weather conditions, the relocation from the houseboat to the hotel was a highly stressful situation; our vehicle was blocked due to deep snow fall and the guide walked from his home to the houseboat to meet you, even though all public transportation was shut down. Despite the harsh weather and difficult road conditions, we arranged another vehicle to relocate you safely to your hotel.
As far as your arrival is concerned, it would be prudent to note that you were supposed to arrive at Srinagar Airport by Akasa Air QP 1891 at 08:45hrs, but the flight arrived one hour earlier. Furthermore, you missed filling out the mandatory Foreign Tourist Arrival Form at Srinagar Airport upon arrival, so you exited the airport much earlier than anticipated. Bear in mind that our guide was in constant communication with you and your group and assured you that he was on the way. We then offered you complimentary breakfast at the French-owned Le Delice Restaurant on Boulevard Road, Dal Lake, Srinagar, for any inconvenience this may have caused.
It should be noted that your guide was booked for 4 days, with the last day being your departure and transfer to Srinagar Airport; a half-hour drive. Due to high security at the airport, the authorities do not allow anyone inside the airport at departure time unless they possess a valid flight ticket, which one would need to produce as proof to gain entry to the airport.
Moreover, your departure time by Akasa Air QP 1638 was at 13:55hrs. A pickup time was arranged for 11:00 AM, however earlier that morning, you indicated to us that you wanted to leave at 9:00 AM. We obliged with the assistance of our driver.
On one of our day trips to Pahalgam, saffron fields were evident, albeit not necessarily in bloom, as the blooming season is in November. We reserve the right to use pictures in our marketing campaigns and advertisements, for illustrative purposes only.
It should be correctly noted that your bookings were made on another online travel site and not this platform.
We always strive to go above and beyond to ensure our clients’ comfort, even in unforeseen and challenging circumstances. If there’s anything else we can assist you with or if you’d like to discuss your experience further, please don’t hesitate to reach out to our team.
Kind regards,
Management
Lakes N Pine
